Supervises clerical and technical staff within the YM CARE Center, including but not limited to staff performance, attendance, overtime, etc. The Supervisor monitors daily activities to optimize resources, real time call volume to ensure adherence to CARE Center metrics – adjusting assignment and resources as needed, and operating procedures to identify gaps. Works with the Pod Manager, Pod Leads, Quality Assurance Team, and Workforce Analyst Team to ensure continuous improvement. Implements, en... more details
Supervises clerical and technical staff within the YM CARE Center, including but not limited to staff performance, attendance, overtime, etc. The Supervisor monitors daily activities to optimize resources, real time call volume to ensure adherence to CARE Center metrics – adjusting assignment and resources as needed, and operating procedures to identify gaps. Works with the Pod Manager, Pod Leads, Quality Assurance Team, and Workforce Analyst Team to ensure continuous improvement. Implements, enhances, and monitors on-going initiatives to improve the patient experience. The Supervisor serves as the primary contact for staff and the escalation point for customer concerns, maintaining high performance standards. This opportunity is currently remote (work from home) within CT. Candidates are encouraged to provide a cover letter. Healthcare experience. 1. Supervises the day-to-day activities of support staff. 2. Assesses and resolves or escalates problems arising within unit.3. Assists in the development of policies and procedures in support of unit.4. Assists in planning for work unit needs.5. Participates in unit budget planning.6. Evaluates work requests to determine if they are appropriate to the unit or another area.7. Ensures that work flow is organized and staffed for quality efficient completion.8. Communicates deadlines and special circumstances to staff.9. Maintains equipment and supplies for unit.10. Completes evaluations of direct report employees.11. Interacts with University personnel to define work assignments and requirements and communicate progress of work.12. Interacts with external sources to coordinate work necessary to fulfill projects, keep abreast of new products and technologies, or arrange for subcontractors. 13. Supervises a staff of exempt and non-exempt employees.14. Performs other duties as assigned. Bachelor’s Degree in a related field and three years of experience or an equivalent combination of education and experience.
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